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Support operations

Prepare support triage and escalation before any ticket leaves RatingE.

Support operations readiness workspace keeps support triage, escalation readiness, SLA review, policy response and owner handoff packets private. It prepares support evidence without creating tickets, calling Suhep, delivering webhooks, sending notifications, mutating customers or contacting anyone.

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Support operations readiness workspace

Support handoff boundaries stay approval-gated

This page is a private packet register for support readiness. Operators can assemble ticket, escalation, SLA review and policy response context before any helpdesk record, owner handoff or customer reply is approved.

  • Support operations readiness workspace
  • Support triage packet is readiness-only
  • Escalation readiness packet is review-only
  • SLA review packet is planning-only
  • Policy response packet is source-only
  • Owner handoff packet is approval-gated
  • Owner handoff packet
  • Owner/customer support handoff boundaries
  • No ticket creation is performed
  • No support ticket is created
  • No helpdesk/CRM/Suhep queue action is triggered
  • No Suhep API call is made
  • No helpdesk webhook is delivered
  • No customer notification is sent
  • No notification is sent
  • No owner or customer support handoff is delivered
  • No Appwrite customer mutation is performed
  • No live messaging or outreach is sent
Readiness-onlySupport triage packet

Classify product, onboarding, widget, billing and policy questions before any ticket leaves RatingE.

  • Request source
  • Business context
  • Severity note
  • Manual reviewer
Review-onlyEscalation readiness packet

Prepare billing, legal, privacy and technical escalation context without creating helpdesk tickets or notifications.

  • Escalation reason
  • Policy link
  • Owner note
  • No-send boundary
Planning-onlySLA review packet

Map response windows, priority labels and owner expectations before committing to a customer-facing SLA.

  • Priority label
  • Business hours
  • Response owner
  • Approval status
Source-onlyPolicy response packet

Connect support questions to privacy, refund, cookie and terms pages before any formal answer is sent.

  • Policy page
  • Customer question
  • Clarification note
  • Written-record requirement
Approval-gatedOwner handoff packet

Separate internal owner review from customer-facing support replies before any ticket, message or email is sent.

  • Owner packet
  • Customer-safe copy
  • Named approver
  • No-outreach boundary
Boundary note

Support operations cannot activate helpdesk or outreach systems

Support movement needs explicit approval, fresh verification and the right customer context. This readiness page never opens tickets, sends replies, writes records, calls providers or changes accounts.

  • No ticket creation is performed from /app/support-ops.
  • No support ticket is created from /app/support-ops.
  • No helpdesk/CRM/Suhep queue action is triggered from /app/support-ops.
  • No Suhep API call, helpdesk webhook or automation queue is triggered from /app/support-ops.
  • No customer notification is sent from /app/support-ops.
  • No email, WhatsApp, SMS, notification or customer outreach is sent from /app/support-ops.
  • No Appwrite schema, support record, customer account or billing mutation is performed from /app/support-ops.
  • No owner handoff, customer support handoff, policy response or escalation leaves RatingE from /app/support-ops.